Terms & Conditions

GENERAL TERMS AND CONDITIONS

Heveaplanet.com web shops are open 24-hours a day, but can be closed due to maintenance. Orders given in weekends and national holidays will be handled on the first coming business day.

Acceptance of general terms and conditions
By ordering from our site, you accept our general terms and conditions, including our Privacy Statement. You must be at least 18 years old to purchase items on the Website and possess a valid credit card that is accepted by us. If you are under 18 years old, you must have a legal basis to enter into an agreement with us.

SHIPMENT AND RETURNS

Your pack is generally dispatched within 2 days after receipt of payment and is shipped via FED EX (GLS in Denmark).

Shipping fees include handling and packing fees as well as shipping costs. Handling fees and transport fees are fixed. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are made for shipping and your items are well protected.

PAYMENT

The amount of your order is withdrawn when your order is shipped.

RETURNS

Danish customers please read the bottom of this section

Thank you for shopping at heveaplanet.com and for choosing our products, which are people and planet-friendly. We really hope that you enjoy your purchase. However, if you would like to change or return a product, then we will be happy to help you.

RIGHT OF CANCELLATION

RETURNS FOR PURCHASES DELIVERED

If you wish to use your right of cancellation in this agreement, we are required to refund all payments received from you, including delivery.

You must pay the direct cost of returning the item to us. To be reimbursed, we ask that you contact our customer service by email at cs@heveaplanet.com or by phoning our customer service at +45 50491480 (9 am – 4 pm CET) stating:

  • Full name of the purchased product
  • Your order number (starting with # on top of your enclosed receipt)
  • The reason for returning the product

Before returning a product and within 14 days from you have received the product according to the date on the proof of delivery from Fed-ex. The product must:

  • Remain in the original packaging
  • Not have been altered or used in any way
  • Not have been washed

When we receive your returned product we will issue you with a full refund for all payments received from you, including delivery – NOT the cost of returning the item to us. The amount will be refunded to you latest 14 days from we have received the goods form your.

The right of cancellation is met if you send your notice of cancellation before the cancellation period has expired – 14 days from when you received the item. We withhold payment until we receive the products. The deadline is met if you send back the goods without undue delay and no later than 14 days from the date you have informed us about the performance of the contract right of cancellation.

We recommend that you save the receipt as proof that you have delivered the package to the post / carrier.
You are only liable for any diminished value of the goods, such as breaking the sealed packaging, which ensures that the product is sterile when we receive it.
If you take the product for use beyond what is necessary to ascertain the nature of product, we reserve the right, at a specific assessment in each case, to reduce the repayment or cancel the refunding payment completely.

If you wish to return, it must be sent to the address below, please contact our customer service by email before returning: cs@heveaplanet.com

HEVEA
A.P. Møllers Allé 17
2791 Dragør
Denmark
Att: Returns: heveaplanet.com

EXCHANGE OF PURCHASES DELIVERED

If you would like to exchange an item:

  1. Write to cs@heveaplanet.com or call us within 14 working days of your purchase.
    Our telephone number is +45 50491480. Please provide us with:

    • The full name of the product you purchased
    • Your order number (begins with # at the top of the printout of your receipt)
    • The reason you would like to return the item.
    • Or if you wish to exchange it for a different product, please tell us which product you would like us to send you.
  2. The product you wish to change should be send to the address belowHEVEA
    A.P. Møllers Allé 17
    2791 Dragør
    Denmark
    Att. Exchange: heveaplanet.com
  3. Please Place the product in a strong cardboard box or you can reuse the box in which you received the product. Make sure the package is securely sealed with tape.
  4. Send the item to us by Recorded Delivery/Registered Post and are sure to keep the receipt as evidence of posting. Recorded Delivery or Registered post refers to a postal service for which a signature is required upon delivery.

HOW WE REFUND YOU

  1. As soon as we have received your returned item we will send you a confirmation email to let you know.
  2. We will refund you using the payment method you used to pay for the item. Usually this happens within 5 working days of receiving the item, and always within 14 days of our confirmation of receipt email to you
  3. If you are exchanging an item, you will be charged the postal cost. Please note we ask you to take special care with items that you might need to return: specifically we can only reimburse or exchange items that are new and unused and which:
    • Remain in their original packaging
    • Have not been altered in any way
    • Have not been washed

If you have any questions or would like any advice about returns or exchanges, please do not hesitate to contact our customer service team at to cs@heveaplanet.com or by phone +45 50491480.

WARRANTY

According to EU-laws you have 2 years warranty, this warranty only applies to Heveaplanet.com products, which are NOT sealed. Please note that most of our products are sealed for hygiene reasons. The warranty is therefor NOT valid on our sealed products, if the seal have been broken.

All products should be maintained according to the instructions on the individual product, Heveaplanet.com cannot be held responsible for damages due to incorrect maintenance. Read the instructions on the product pack or under FAQ’s on heveaplanet.com.

For shipping prices go here

PRICE CHANGES

Heveaplanet.com reserves the right to change prices. Prices at the time of placing an order are valid throughout the buying process. *At times where software or human errors for instance list products with an obvious faulty price, Sweet Protection reserves the rights to cancel the order – notifications will be given.

CHANGE OF PRODUCT ASSORTMENT

Heveaplanet.com reserves the right to change its stock availability on the site and to remove items from the product range before a purchase has been registered.

PRODUCT INFORMATION

We do our best to make sure that all of the content on our site is correct. However, as we are only human, we reserve the right that unintentional errors may occur. Colours on your computer screen are not always 100% accurate.

LANGUAGE

Communication between you and heveaplanet.com will be in English or Danish.

UNDER 18 YEARS OLD?

If you are under the age of 18, your parents’ or guardian’s consent is required to make purchases on this web shop.

DAMAGE DURING TRANSPORTATION

All shipped packages are insured. If the package and/or the content are damaged upon arrival, please report it to the courier upon delivery. When returning goods to us, do not use snail mail as this is insured (and you will not be reimbursed if the package is lost). Always keep your receipt. If you notice any damages when you unpack your items, please contact us.

SHOPPING, SHIPPING AND CUSTOMS

Only customers with a valid address in the countries listed under freight may place orders on this web shop.

In terms of payment, we accept PayPal and credit cards via ePay Payment Solutions:

  • International VISA
  • Visa Electron
  • MasterCard
  • Maestro
  • PayPal
  • Discover via PayPal

Making purchases in our web shop is secure (SSL). We use state of the art technology to keep your credit card information safe. For details on our security measures, please see terms and conditions.

Prices are stated in EUROs

EU Countries

Heveaplanet.com is registered in and operates out of Denmark, under Danish law (DK CVR 32271480).
Therefore all shipments to our EU customers will be automatically invoiced with the Danish sales tax of 25% included in the price. * The sales tax may most likely not be refundable or deductible in your country.

CUSTOMS

The customer will be responsible for paying all taxes and duties applicable in the country where the delivery of the ordered products will take place. Any and all charges or costs associated with the customs clearance of the delivered products are solely under the responsibility of the recipient of the delivery.

PAYMENT

Heveaplanet.com does not withdraw the amount for the order before the order is shipped.

TRANSACTION FEE

The transaction fee will not exceed the fees set by ePay / Clearhaus / PayPal

 

Danske handelsbetingelser

UDDRAG AF HANDELSBETINGELSER VEDR: FORTRYDELSESRET & RETUR
ØVRIGE BETINGELSER ER GÆLDENDE FOR DANSKE KUNDER SOM BESKREVET PÅ ENGELSK OVENFOR

BESTILLING

Online-butikken er åben 24 timer i døgnet, men kan dog være lukket som følge af vedligeholdelse. En bestilling som er afgivet på en offentlig fri- eller helligdag, vil blive behandlet den følgende hverdag.

Du skal være mindst 18 år gammel for at købe varer på Hjemmesiden samt besidde et gyldigt kreditkort, der er accepteret af os. Er du under 18 år gammel, skal du have et juridisk grundlag for at indgå en aftale med os.

BETALING

Beløbet for din ordre trækkes altid først når varen afsendes.

FORTRYDELSESRET

Hvis du bor i Danmark og har modtaget din vare i Danmark, og udøver din fortrydelsesret i denne aftale, refunderer vi alle betalinger modtaget fra dig, herunder leveringsomkostninger. DU SKAL BETALE de direkte udgifter i forbindelse med returnering af varen til os.

For at udøve fortrydelsesretten skal du meddele os din beslutning om at fortryde denne aftale i en utvetydig erklæring via e-mail cs@heveaplanet.com eller ved telefonisk henvendelse på +45 50491480 med følgende oplysninger:

  • Det fulde navn på det købte produkt
  • Dit ordre nummer ( starter med # i toppen af din medsendte kvittering)
  • Hvorfor du ønsker at returnere varen.

Fortrydelsesfristen er overholdt, hvis du sender din meddelelse om udøvelse af fortrydelsesretten, inden fortrydelsesfristen er udløbet – 14 dage fra du har modtaget varen.

Vi kan tilbageholde tilbagebetalingen, indtil vi har modtaget varerne retur.

Fristen er overholdt, hvis du returnerer varerne inden udløbet af de 14 dage. Uden unødig forsinkelse og senest 14 dage fra den dato, hvor du har informeret os om udøvelsen af aftalens fortrydelsesret.
Vi anbefaler, at du gemmer postkvitteringen som bevis for, at du har afleveret pakken til posten/transportøren.

Du hæfter kun for eventuel forringelse af varernes værdi, som fx at bryde forpakningen, som sikrere at produktet stadig er forsejlet i pakken når vi får det retur.
Hvis du har taget varen i brug ud over hvad der er nødvendigt for at konstatere varens art forbeholder vi os retten til, efter en konkret vurdering i hvert tilfælde, at reducere tilbagebetalingen eller lade tilbagebetalingen helt bortfalde.

Hvis du sender varen retur, skal denne sendes til nedenstående adresse, husk at kontakt vores kundeservice pr. mail før du sender retur: cs@heveaplanet.com

HEVEA
A.P. Møllers Allé 17
2791 Dragør
Danmark
Att.: Returvare web

REKLAMATIONSRET

Ifølge EU-lovgivning har du 2 års reklamationsret. Denne reklamationsret er kun gældende for heveaplanet.com produkter som IKKE er forseglede. Bemærk dog at de fleste af vores produkter er forseglede af hygiejniske grunde. Reklamationsretten er derfor IKKE GYLDIG på vores forseglede produkter, hvis den forseglede forpakning er brudt.

Alle produkter skal vedligeholdes ifølge instruktionerne på de enkelte produkter.

Heveaplanet.com kan ikke blive holdt ansvarlige for skader eller slid som følge af forkert vedligeholdelse eller opbevaring. Læs instructionen på produktets pakke eller under FAQ her på hjemmesiden.

PRIVACY STATEMENT

All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software is the property of Heveaplanet.com or its content suppliers and protected by international copyright laws. This site or any portion of it may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without the expressed written consent of heveaplanet.com.

YOUR PRIVACY

The heveaplanet.com privacy statement is designed to demonstrate our commitment to privacy. We respect your privacy. Any personal information that you provide is used for the purpose of giving you the best possible information. In our feedback form and digital catalogue form, we ask you to give us certain contact information, which is needed to ship your order/reply to the information you requested.

NON-DISCLOSURE TO THIRD PARTIES

We will not disclose your personal information to any third parties. We will not sell, rent or trade your personal information to others for marketing purposes. We may collect statistics regarding the use of our web shop, such as traffic patterns and related site information, but this information will not include any personal identifying information.

SECURITY OF YOUR INFORMATION

We follow strict security procedures in the storage and disclosure of information that you have given us. This is to prevent unauthorized access or unlawful processing of your personal information.

E-MAIL

Heveaplanet.com will only send you e-mails if you ask for more information. We might also use your e-mail address to confirm your order/request, tracking number and to respond to any inquiries you make online. We will not pester you if you don’t ask for more information!

NEWSLETTER

When you subscribe to our newsletter you can be assured that your personal information and email address will not be sold, exchanged, or in any way shared with third parties.
We keep your personal information private, and will only use your email address to send you the newsletters you requested. You can unsubscribe from our newsletter at anytime.

YOUR CONSENT

By using our website you consent that we may collect and use your personal information in the manner set out in this privacy policy. Any changes to our privacy policy will be posted on this site.

Cookie Policy

When you visit heveaplanet.com you accept the use of cookies to optimize the web shop user experience.

What is a cookie?

A cookie is a small file saving information about your purchases and the pages you have visited on our home page. The file is harmless.

What does heveaplanet.com use cookies for?

We collect information to make it easier for you to use our web shop. If you have made any previous purchases, the shop will remember you. We also monitor statistics and traffic on our website.

The information cannot be used to identify singular users. The collected data is handled in confidence and not passed on to any third parties.

Blocking cookies

You can block cookies in your browser and you can block cookies from this website too. You can use our website without accepting cookies. If you deactivate cookies, it may cause some parts or functions of the website to become unusable or have a lower function.

If you do not wish to accept cookies from us, most browsers allow you to choose advanced cookie settings under Settings and add our domain to the blocked cookie websites list. You can also delete individual cookies or all saved cookies in your browser.